Bad customer service and experience

For the past month I have been battling with mtn to firstly settle my account and now that its settled I want a closing statement which they are failing to provide me with ...I have been dealing with numerous agents day after day ..I have been emailing and no responses ..I requested callbacks from call center managers and I never even got that ..I fail to understand what type of organization is this for a company that is so big they are not customer centric nor are they customer obsessed all the agent Ive spoken to did not once take the time to go the extra mile nor did they even try assisting after seeing how many tickets has been logged, I was still just a brush off Ive wasted hours on the line holding to speak to agents and hours on the line even speaking to them and until today I still have no closure..My experience with the agents has been so bad that after me telling the agent I paid over R13.000 rand into mtn account because I was advised to by legal the response was they dont no why the agent agent said that...then only to read just abit more to see that I was indeed instructed to pay MTN!!! it was really my last streak......I am left with a question mark and a bitter taste after battling for so long and still I have gotten no help ...No one can help me in store...No one can help me via email and No one can help me telephonically I am so disgusted with the service ...WHAT WILL IT TAKE FOR ME JUST TO GET A PAID UP LETTER ...how hard is it to provide your customer with one!!